Observed Signal · Feb 23, 2022 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Zoom Launches Omnichannel Contact Center Solution
On February 23, 2022, Zoom Video Communications announced general availability of Zoom Contact Center, an omnichannel contact center solution integrated into the Zoom platform and optimized for video. Formerly known as Zoom Video Engagement Center, the product combines unified communications and contact center capabilities, supporting video and voice at launch, with SMS and web chat in beta. It includes more than 100 agent, supervisor, and administrator features, such as a drag-and-drop IVR designer, and can embed chat and video into websites. Zoom plans future investments in additional channels, CRM and workforce management integrations, and AI/ML-powered agent productivity tools. A First Federal Credit Union executive said the solution improved call and pick-up times. Zoom said it will maintain existing contact center partnerships alongside the new offering.
The launch of Zoom Contact Center expands a major unified communications provider into the contact center-as-a-service market, adding a video-first omnichannel alternative for customer experience teams, though its direct impact on advertising technology is indirect.
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Key Takeaways & Evidence Grounding
- Zoom Video Communications announced general availability of Zoom Contact Center on Feb. 23, 2022.
- Zoom Contact Center combines unified communications and contact center capabilities, supporting video, voice, SMS and web chat, with SMS and web chat in beta.
- The solution launched with more than 100 agent, supervisor, and contact center administrator features.
- Zoom plans future investments in additional channels, CRM and workforce management integrations, and AI/ML capabilities.
- Zoom said its platform is used by more than half a million businesses globally.
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Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Zoom's Marketing Rebuild: Beyond Pandemic Fame
At AdExchanger's Programmatic IO, Zoom's VP of brand and content, Josh Reed, discussed the company's marketing overhaul. Despite 99% unaided brand awareness, Zoom is pigeonholed as a video call app. Reed highlighted the 'iceberg' problem: being known for one thing while other products like contact center, events platform, VoIP, and AI tools remain invisible. Under CMO Kim Storin, Zoom consolidated marketing functions, expanded into linear TV, creator partnerships, and affiliate marketing. They launched the Solopreneur 50 program and are experimenting with commission-based creator models. Measurement is shifting from last-touch to multi-touch attribution using Snowflake as a data spine. Zoom is also adapting to the 'dark funnel', where B2B research starts in LLMs and AI chatbots, requiring a new approach to meet buyers where they are.
Attention Measurement Key for CTV Ads
At ADWEEK Exchange in Dallas, industry leaders discussed how attention data can improve Connected TV (CTV) advertising. TVision CEO Yan Liu showcased that attention, not just reach, drives conversions. Panelists from Zoom, AT&T, and St. Jude described using CTV for targeted storytelling, while Viant's Chris Vanderhook highlighted the acquisition of IRIS.TV for title-level content signals. The event concluded with advice to use attention data for real-time campaign optimization.
Meta launches Muse for Small Business, targeting enterprise AI
Meta expanded its AI agent Muse to small businesses with Muse for Small Business, initially available in the US and Canada, following the successful launch of the Muse app in early September. The agent integrates with over 20 tools including Shopify, Dropbox, Slack, Asana, QuickBooks, Intuit, Canva, Stripe, Box, Zoom, and Notion, and automates tasks like customer communication, cash flow management, inventory, website creation, to-do identification, sales analysis, and anomaly detection. Unlike traditional chatbots, users can set concrete goals, and the agent analyzes data from connected apps to derive actions, executing multi-step workflows. It uses a freemium model with premium plans at $20 and $100 per month, surpassing three million downloads. Data privacy concerns have been raised, and Amazon requested removal from Muse due to lack of consent. Muse does not share VM data with Meta's ads system. The service targets 200 million SMBs; Jefferies estimates $10.8B subscription revenue by 2027. Meta's stock rose 25% in September, amid competition from OpenAI's 'dots'.
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